General Manager, Warner Bros. Studio Tour Shanghai

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Overview

Warner Bros. Discovery is a global media company and operates some of the best-known entertainment, news, and sports brands in the world. We bring people, technology, and the world's best storytellers together to drive culture and meaningful connection. We believe the enduring power of stories can open our eyes to the world, to each other, and to new and different perspectives.

Our Global Experiences division brings that creative storytelling vision to life with compelling and immersive in-person experiences.  The phenomenally successful Warner Bros. Studio Tours in London, Hollywood, and Tokyo, flagship retail stores in New York and Chicago, magical Harry Potter experiences at Universal Studios Parks and Resorts worldwide, Warner Bros. World Abu Dhabi, along with the popular Friends Experiences and more, deliver high levels of fan engagement, exceptional customer service, and creative interactivity.

The next exciting addition to this collection is Warner Bros. Studio Tour Shanghai - The Making of Harry Potter, a completely new experience for Harry Potter fans in China. Located in the heart of Shanghai, this indoor attraction will transport visitors into the world of filmmaking, revealing production secrets through interactive experiences, showcasing stunning locations, and displaying beautifully crafted props. 

Warner Bros. Studio Tour Shanghai will be operated in partnership with Jinjiang International (Holdings) Co., Ltd, a State-Owned Enterprise, ensuring a world-class experience for all who visit.

About The Role

Responsible for the delivery of an “exceeding expectations” customer and staff experience at WBSTS. Advocating and implementing WBD One values with the team optimized profitability and visitor satisfaction through strategic planning and business development of the Warner Bros. Studio Tour Shanghai. 

Establishing the Studio Tour as a “must do” destination for all local and overseas visitors to Shanghai and developing strong relationships with local and national stakeholders, local government and tourism agencies.  

This will be achieved through effective leadership and management of operations and staffing, including development, implementation and maintenance of effective people culture and operating policies, procedures and standards for operating the Tour. Set strategic direction and guide the development and execution of marketing plans. Plan and develop future growth plans and annual operating and capital budgets.  

Retail strategy, product development, merchandising, warehouse and inventory management and e-commerce are led by the SVP WW T&R in a close working partnership with the GM and Tour team.  

Build a collaborative relationship with WW T&R support functions in operations, marketing, communications, F&B plus across all areas as required (based in the UK). 

Key Responsibilities

• All tour activity must fit with the “behind the scenes of filmmaking” principle and USP of the business, in line with the IP franchise brand guidelines and WW T&R policy and practice 

• Deliver plans for the constant enforcement and awareness building of the brand, driving repeat and new visits (seek best practice from other T&R locations) 

• Lead a highly effective leadership team, trusted and respected by all staff  

• Deliver world class standard of visitor experience achieving best Google ratings from visitors for China 

• Ensure that all WW T&R policy / procedure and relationships are culturally sensitive and culturally correct  

• Provide leadership and direction on the marketing, sales and advertising strategy, working through key management to achieve a balanced optimization of visitor attendance and revenue  

• Devise and present annual operating budgets to senior management for approval, covering income, costs of sales, overhead expenditure and capital investment 

• Oversee all budgetary expenditure and income through department heads, fully utilizing the full support of our finance partners 

• Ensure the protection and maintenance of all Company assets  

• Drive operational effectiveness to deliver maximum profitability  

• Utilizing the full support of P&C partners ensure full legal compliance with all China employment laws and “best practice” in all aspects of employee welfare and management 

• Promote and maintain a positive, dynamic and creative working environment enabling all employees to realize their optimum potential and contribute fully to the visitor experience and to the profitability of the Studio Tour 

• Ensure the development, modification and updating as needed of effective standards and procedures for all operations and ensure H&S/ compliance adherence 

• Take responsibility for and role model best H&S and compliance culture and practice. Oversee the effective application of health and safety regulations and risk assessments to ensure a safe environment.  Promote a healthy, safe and hazard-free working environment for visitors and employees 

• All policy and procedure documentation must be circulated within the Tour in Chinese (ensure translation complete) 

• Ensure all administrative work and corporate reporting is accurate and up to date 

• Ensure all International standards of customer care and service are communicated to all employees. Lead all Department heads to maintain such standards throughout the attraction   

• Develop cooperative working relationships throughout WBD, Leavesden and Burbank as well as China Management Team and our JV partner

• Keep abreast of developments in the industry, both internal and external, such as changes in legislation 

• Keep abreast of the latest trends and technologies and explore applications that are a fit for the enterprise and explore new and innovative ways of reducing operational costs and increasing incremental revenues 

• Lead new initiatives for ongoing product development to match market expectations and demands  

• Establish and maintain networks and contacts with major tourism and attractions bodies including but not limited to: Inbound tour operators, Coach operators, Industry & Professional bodies, Industry media 

• Plan and implement strategies to achieve constant improvements in employee and visitor satisfaction   

• Participate in Duty Management Cover of the Studio Tour including weekend, bank holiday, school holiday and late evening cover in rotation with other senior management 

• Take leadership role in industry initiatives 

• Build relationships and ensure a positive image within the local community, local government and neighbours   

Your Experience

• Highly developed interpersonal skills, including verbal and written communications in both Chinese & English, leadership, team building, motivational and conflict resolution 

• A subject matter expert with demonstrated comprehensive knowledge of all aspects of visitor attractions management, ticketing, operations, regulation compliance, etc. 

• Broad comprehensive knowledge of all aspects of commercial management ideally in retail/food and beverage operations 

• Broad knowledge of challenges encountered in project start-up environments 

• Able to demonstrate excellent negotiating skills  

• Strong analytical skills. Proven track record for analysing the marketplace, establishing revenue targets, meeting and exceeding targets; as well as accurately assessing opportunities and marketplace threats and developing action plans to combat threats 

• Demonstrated ability to effectively lead teams 

• High quality customer service skills 

• Proven track record of developing appropriate partner relationships with internal and external customers 

• Ability to pay close attention to details 

• Ability to work well under time constraints  

• Ability to effectively manage multiple tasks, including working with others in various time zones 

• Demonstrated high level of personal performance and accomplishment 

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.